🚗 Why this mattered more than the actual repair
🤝 1. Transparency → trust
I wasn’t guessing. I wasn’t hoping.
I saw what they saw. That alone builds confidence.
📗2. Education → perceived value
You don’t just hear a price — you understand it.
A 45-second tire video explained more than a phone call ever could.
👀 3. Differentiation → the real competitive advantage
Every shop can install tires.
Not every shop shows you the work.
That’s the lesson most service businesses miss:
You don’t need a new service. You need a better experience.
| Which part of your customer journey currently delivers the strongest “unexpected experience”? |
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The real takeaway
Most owners think “great customer service” is a bonus.
But in service-based businesses, it’s the whole flywheel:
- It becomes your word-of-mouth engine
- It becomes your retention strategy
- It becomes your content
- It becomes your trust builder
Customers repeat the experiences that surprise them.
This mechanic created a moment worth retelling — and here I am retelling it.
💡 Liking this? The Free issue scratches the surface — the Pro one shows you exactly how to do it.
🧠 Frameworks, client-tested playbooks, and behind-the-scenes results drop every Thursday.
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Your turn: audit your customer journey
A simple question:
Where could you add one unexpected layer of value?
- A video update?
- A proactive explanation?
- A follow-up that shows you actually care?
- A moment that makes someone say, “No one else does this”?
You don’t have to overhaul everything.
Just elevate one touchpoint beyond what your competitors are willing to do.
